Proactive Contact outbound calling improved reporting

Last Updated : Sep 24, 2012 |

Avaya Call Center customers using a Proactive Contact integration can track and analyze the time agents in the AUX work mode spend on outbound calls using the same real-time and historical CMS reports used by customers with other Outbound Call Management (OCM) applications. This feature offers the following benefits:

  • Delivers outbound Proactive Contact calls to agents that are in the AUX work mode as though the calls were ACD calls associated with a skill specified for reporting.

  • Includes calls in the Least Occupied Agent (LOA) occupancy calculations since Communication Manager treats the calls as ACD calls.

  • Tracks switch-classified and non switch-classified outbound calls on CMS as ACD-OUT calls instead of as AUX -IN calls.

  • Allows Avaya IQ to track calls using the Proactive Contact event stream instead of the Management Information System (MIS) link Switch Protocol Interpreter (SPI) events off the connected Communication Manager.